Customer Support Advisor

Axminster Tools; Axminster; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading tool and machinery retailer, Axminster Tools, is seeking a Customer Support Advisor for their Head Office in Axminster, Devon. The successful candidate will provide excellent customer service support across various channels, handle inquiries, manage orders, and enhance customer experiences. This role is an entry-level position with opportunities for professional development in a supportive and dynamic environment.

Benefits

Varied benefits package

Strong learning and development ethos

Wellbeing programme for employees

Qualifications

• Experience in a customer service environment preferred.
• Ability to prioritize and multitask.
• Confident in upselling products and promoting services.

Responsibilities

• Answer customer enquiries via phone, email, and social media.
• Manage transactional purchases, returns, and exchanges.
• Identify sales opportunities and promote relevant offers.

Skills

Customer service

Organizational skills

Proactive planning

Communication

Job description

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Axminster Tools is a market leading tool and machinery retailer based in Axminster, Devon. We stock a range of products from both our own and well-known brands and distribute this across the UK, Europe and the rest of the world.

We’re specialists who share our customers’ passion for great craftsmanship and a job well done. We do this by offering the products they need, the knowledge they trust and the committed service they deserve, whether they’re a hobby enthusiast or a trade professional.

From our early days of trading over 50 years ago, we ensure our staff are supported, engaged and challenged, embracing the welcoming culture of our family run organisation. We are proud of our strong customer service values which we continue to refine and create new opportunities to interact with our customers, understand their needs and ultimately share their passion for woodworking

We are looking for a Customer Support Advisor to join our Head Office in Axminster, Devon on a permanent basis. This role will primarily provide key customer service support, with queries such as placing orders, chasing deliveries, returns etc via a variety of communication channels. Joining a fast-paced and interactive environment, this is a fantastic opportunity to understand our customers and their requirements, offering a friendly and premium level of service to support them with their purchases and woodworking projects.

About the role

The responsibilities of the role include:

• Answering customer enquiries through a range of channels; phone, email, webchat and social media
• Filtering queries and dealing with them in the most appropriate way
• Carry out transactional purchases, returns and exchanges
• Identify appropriate sales opportunities and act accordingly
• Promote relevant sales offers to customers
• Carry out operational and administrative tasks
• Actively seek knowledge and training development, be aware of new products.

The hours of work for this position will be 37.5 hours per week, Monday to Friday with an unpaid one-hour lunch break each day.

Skills required

We are interested in hearing from you if you are experienced in a customer service environment and exhibit a real passion for our company. You may have transferable experience in administrative, secretarial or office support positions, or be looking to develop your experience and career in customer service. You will be a great team player and must be willing to support others when required. You will be diligent and organised with your workload; the ability to prioritise, multi-task and be proactive in your planning and management of work is paramount, especially when under pressure.

Motivation and confidence are also sought in the ability to upsell products and promote our other services to prospective and existing customers. You will be confident and concise in liaising with customers and carriers, sometimes challenging conflicting points of view for the benefit of the partner and the business and be considerate and clear when communicating both verbally and in written exchanges. You may also have knowledge of tools and machinery, and have a keen interest to develop your understanding, however product training will be provided where appropriate.

Life at Axminster

We want people who strive for excellence and are excited to be part of our journey. Having a modern and friendly environment for our workforce is at the heart of the company; we encourage all staff to be ambitious, and we have a strong learning and development ethos together with a wellbeing programme to support our employees' lifestyles.

We believe in a work environment that is both inclusive and diverse, where people can be themselves. Collaboration is actively encouraged because to us, every idea is valuable.

You can expect a varied benefits package on joining us, alongside an excellent salary and working conditions.

How to apply

Please visit https://www.axminstertools.com/careers to apply directly for this position.

Alternatively, please contact the HR department: 0800 1076937

Closing date for this vacancy: Friday 27th June 2025.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Retail

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